You’ve been able to use incident management on the Kanban board for some time now. Many of you asked for change management to be added – and we’ve listened! After two months in a staged roll-out, and a lot of valuable user feedback, simple changes and change activities are now available on the Kanban board in Labs – and will be available in all SaaS environments at the start of Q3. Now you can easily collaborate to find the right balance between your reactive (incident) and proactive (change) work.
If you have the Change Management module and have enabled Change Management on the Kanban board in Labs, you can start using simple changes and change activities on the Kanban board right now.
How do you get started? Simply open any Kanban board, click on the ‘Edit’ button to customize the board, select the card types you want to include, and you’re ready to go. Changes and activities can be prioritized, moved from column to column, and assigned to operators in your team – just like you could already do with incidents.
To ensure that your processes are effortlessly followed, you can also map processing statuses to specific columns on the board. So for instance, when you drag a change activity from the ‘in progress’ column to the ‘in review’ column on the Kanban board, the status of the activity is automatically adjusted accordingly. That way your team can focus on the work that needs to be done, and trust that your processes are applied correctly.
How to use the Kanban board?
Kanban is perfectly suited to (multidisciplinary) teams working together on a shared backlog of work, fully focused on delivering the best possible experience to their customers.
Start the day with a cup of coffee and gather around the Kanban board. See at a glance who is working on what, and what the progress is. Is somebody ill today? Easily reassign the work, so someone else contacts the customer. Is the work piling up in the ‘in progress’ column? Focus team efforts on getting tasks done before picking up new work. Are things quiet today? Now is the perfect time to start working on those long-awaited improvements!
What teams can use the Kanban board?
Typical teams using the Kanban board have between 6 and 10 team members, and work on reactive and proactive tasks that can take more than an hour to resolve. For example:
- An IT team that works on a combination of more complex incidents and proactive improvements. They’re the team that investigates the cause behind a slow internet connection. Or that implements the changes needed so you can work from home.
- A multidisciplinary service desk with IT, HR and Facility experts working together to deliver excellent internal service. Take employee onboarding for example. HR needs to register contract details and make sure someone is available to give a tour of the office, IT needs to provide a laptop and other equipment, and Facilities should arrange an entry pass and a workspace. The Kanban board is the perfect place to check whether everything is progressing as expected, to ensure a perfect first day at work.
- A development team that wants to find a balance between handling incoming bug reports and introducing changes to their software. Delivering valuable new features is great, but maybe there are still some incidents troubling your support team that could use some investigation?
Share your thoughts!
Do you already collaborate within or between teams by using the Kanban board? Have a great experience that other customers could learn from? I’d love to hear your story. Please reach out if you want to share your experience.